CX Fundamental Technology

To deliver customer satisfying and efficient service that grows revenue rather than becomes a handbrake on your business there are fundamental customer experience technologies that enable performance. We understand your business needs to help define the business requirements and help ensure you have the right technology and service investment to meet these needs. It is like building a house and making sure there is a kitchen/bathroom in it too. We would not typically supply these technologies as they existing the market and there are vendors with deep expertise at great costs to connect you with. We specialist in selecting technology that makes an operational difference including:

• Channel tools (Telephony, Email, Chat, Messaging, Social Media, etc)
• Customer Relationship Management
• Knowledge Management
• L&D
• Workforce Management
• Quality Assurance
• Surveys
• Project Management/Continuous Improvement
• Reporting & Analytics

There are additional tools and services you can use such as:

• Recruitment & Assessment as a Service
• Knowledge as a Service

CX Transformation Technology

We love to shift the dial on customer satisfaction and cost to serve. Today there are fantastic customer experience technology options that are doing just this but are difficult to access & operationalise. We specialise in making and implementing these technologies to transform services and ensure they are a sustainable solution for your organisation to run. We leverage our service & digital design, outsourcing and technology experience to get measurable results rapidly. Technologies include:

• Robotic Process Automation
• Internet of Things
• Artificial Intelligence & Machine Learning
• Analytics
• Blockchain
• Virtual IVR & self help
• Chatbots
• Voice & Natural Language